FAQ

We welcome any questions you may have to make your experience shopping on The Avenue as smooth and simple as possible. That said, we have addressed some questions you may have along the way here. If we do not address your question or concern, please email us directly at hi@onlyontheavenue.com.

Can I change or cancel my order once it has been placed?

We will do our best to change or cancel your order if you contact us within 12 hours of placing it. Please contact orders@onlyontheavenue.com with your order number and specific request, and we will let you know if we can accommodate it.

Do you accept returns?

While we hope you love your order from the Avenue, we understand there may be a need to return your item(s)!

We accept returns postmarked within 14 days of receipt for a full refund if the product is not marked at 60% off or more. The package must be scanned by the carrier within this window. After 14 days, you will be issued store credit for your return; the package will not be accepted if returned 60 days or more after the original delivery date. The item must be unused with tags affixed and include all original packaging. Items that are damaged when we receive them will not be eligible for refund. Product purchased at 40% off or more will be eligible for store credit only. Product purchased at 60% off or more is final sale. 

Please visit https://only-on-the-avenue.loopreturns.com/ to initiate your return or exchange and follow the prompts from there. 

For full-price merchandise or styles purchased at less than 40% off, the customer can choose to process a return for store credit or to the original form of payment provided. Customers that opt for a refund to their card will be charged a flat rate of $15. No shipping fee will be charged to customers that opt for store credit. Please allow up to 14 working days for your refund to process. Please note that shipping costs will not be refunded. Exchanges can be executed through our returns portal, linked here.

Please visit this page dedicated to our Shipping & Returns policy for more details. 

Do you honor price adjustments?

Much like returns, we will honor price adjustments within 14 days of your full-price purchase. The product must still be available in the same size originally purchased to qualify, and only initial markdowns will qualify for this price adjustment as opposed to any subsequent markdowns. Price adjustments to match other retailers will be reviewed on a case-by-case basis. All approved price adjustments will be issued in the form of site credit and the order will be a final sale. If you wish to request a price adjustment in accordance with this policy, please contact hi@onlyontheavenue.com

Can I place my order by phone?

We do not currently take phone orders, but if you are experiencing issues placing your order online, please contact orders@onlyontheavenue.com, and we will respond within one working day.

What are my shipping options?

We process orders Monday through Friday, excluding holidays. Please allow 7-10 days for processing. We ship via UPS -- Deliveries are made Monday through Saturday and can take from 1-7 business days to arrive at your location from the date of shipment. At this time, we do not offer international shipping. Please visit this page dedicated to our Shipping & Returns policy for more details.

I have an issue with my order, what should I do?

Our sincere apologies! Please email us at hi@onlyontheavenue.com to let us know the issue, and you will hear back from us within one business day with a response and/or resolution.

What does it mean when an item shows that it will "Be Back Soon!"?

You’re in good company and have chosen an item we simply can’t keep in stock! We work with our vendors as best we can to ensure our styles are readily supplied, but regrettably, sometimes there is lag time between when we sell out and restock. Fortunately, we have a feature that allows you to enter your email to receive a notification as soon as the item is back in stock and ready for purchase. If you need a specific estimate on when to expect an item will be back in stock, feel free to contact us directly at hi@onlyontheavenue.com. If you encounter this issue more than once, we recommend signing up for our newsletter so you can be the first to see our capsule launches.

Which forms of payment do you accept?

We accept all major credit cards including Visa, Mastercard, Discover and American Express. We also accept PayPal, Amazon and Apple Pay.

How can I check the status on my order?

You can check the status of your order via the confirmation email you received. Click the ‘Order Status’ button to see whether your order is processing, has shipped or has been delivered.

I am an interior design/trade professional. Do you work with trade accounts?

We do. Please email us at hi@onlyontheavenue.com for more details.